Aflac
Reviews and Complaints

As an expert in the insurance industry, I understand the importance of reliable service when it comes to supplemental insurance. Looking at the reviews for Emily Evans - Independent Agent, it's evident that customers have had mixed experiences. While some have expressed frustration with poor communication and claim denials, others have highlighted positive aspects of their interactions. When considering Emily Evans as your agent, it's essential to weigh these varied experiences and make an informed decision based on your individual needs and preferences.

I submitted a claim for ankle surgery. Aflac asked me to the operative report.

i submitted the operative report that the hospital gave me. It was a 7 page report indicating everything single detail of my surgery. I have asked repeatedly if this report was not enough to be specific about what the report has to entail or the form number that i need to submit. Aflac has not responded to my question and only tells me to get the operative report.

Also customer service is horrible! You are placed on hold for a long period of time and never given a straight answer!

I have been paying Aflac on a Cancer Policy an Accidental Death Policy since 2008. When I opened these accounts you could file all claims for doctors visits, dental visits, etc.. Now their policy only let's you for one claim a year against each policy and you have to wait another year to file again. They want to take your money but when it's time for them to pay out they always find a reason to deny the claim. Why am I paying over $700.00 a year and only getting $60.00 twice a year if I'm lucky? How can they change the policy over the years when my policy form 2008 is different?

In 2014 I opted to take out supplemental insurance through AFLAC. One of the policies was for cancer. When I retired in 2017 I continued the cancer policy. At the time of opting for the cancer policy (2014) I notified the agent that in 1990 I had thyroid cancer, but the only treatment I had needed in the past 20+ years was to see an endocrinologist for medication refills and to check my neck for recurrence. The agent assured me that since I had not had any treatment for thyroid cancer in the previous 5 years that it would not affect future cancer diagnoses. In 2022 I saw my endocrinologist and she sent me to have an ultrasound on my neck as a routine surveillance for cancer. A mass was discovered in the left supra clavicular area and a biopsy was ordered. The biopsy returned a result of no thyroid cancer. However, it was still recommended that the tumor be removed, so in April 2023 the tumor was excised and when sent to Cleveland Clinic it was diagnosed as Epithelioid Hemangioendolithioma an extremely rare sarcoma that develops in the lining of arteries and veins (not at all related to the thyroid). Having the supplemental cancer policy, I submitted a claim to AFLAC and initially they wrote a letter to me indicating that I had not disclosed my diagnosis of thyroid cancer in 1990. (however, I had disclosed that diagnosis). So they are denying my "Initial Diagnosis Benefit" of $4000. They have paid a portion for the surgery, but I feel that I am due the initial diagnosis benefit since my current cancer is unrelated to any previous diagnosis of cancer that occured prior to my application for this policy.

Have had problems with getting my bill for the last couple times its due.Recieved one for Int care, but not for cancer insurance. Have called the number on the one bill several times, keep telling me they will mail it. but I never receive it. It has been a pain trying to get any help. The last time I called was told it would be mailed that day, It has been ten days since the last time I called, no results. I have had policy for over thirty years, I think they just want to close policy!

I had a injury to my penis and required surgery to repair. I needed to be off of work due to the injury and the surgery. I had short term disability and the accident policy. I spoke to the sales lady debrah gilbert who sold me the policy before the policy and she said that she wants to submit the claim with me together so it is done correctly. She said call me right after the surgery and we will get it taken care of. I goth the surgery and I was depending on the short term disability to help support my wife and 3 kids while im out. Thats what its for right? I tried to call her right after I received the operative report and no answer. I called and left messages and called the cooperate office and she did not return my call until 7 days later. She said she was busy. Since I couldn't get in touch with her, filed the claim with out her. I was out of work for 14 days with no pay. My policy for short term disability will pay day 1 for an accident and after 14 days for a non accident. Even though this was an accident, the code that the doctors office uses for the insurance companys/aflac for the surgery to repair what was damaged is the same for an accident or congenital. My issue was not congenital. They denied my claim and paid me nothing. I had them review the claim 3 times and they came back with the same conclusion. This was and accident and I got paid $0

I have an AFLAC Cancer policy. It clearly reads that transportation for a companion is a paid benefit. I have fought to get that benefit paid for 3 years. I recently sent in an appeal ([protected]) asking for payment on a 01/07/23 claim and for that to be payable on all claims going forward. AFLAC did then pay on that companion transportation so I would assume that I won my appeal. But on the next claim that benefit again was not paid. I have talked until I am blue in the face and on every claim, I send a copy of my benefit page highlighted with the clearly stated benefit and spell it all out specifically. And it's always ignored. I would LOVE for this to be resolved where it is automatically paid as per the policy and the appeal.

My spouse has pancreatic surgery 2013 had whipple checmo radition went into remission 4 years then a small 2.5 mass appear at the head of the pancrease the md tried immunio therapy called keytruda feb march april 2023 for this maa after 3 dosage of this is developed blood clots in lungs and placed in rehab to lear to walk after 2 weeks the bloood clots moved to his brain and gave him a major stroke for 1 week he was unable to talk eat move they called in hospice and he died 3 months later your people keeps dening to pay for the three doseage and supplies for treatment please call md office [protected] and talked to dr jamie mcclain or nursing staff i would appreciate it i have no money left after all the bills and this will help some thank you

Called February 7, 2023 to cancel my policies because I now get coverage through my employer. I received a partial refund.

I asked is there anything else I need to do? No ma'am was the answer. Then March premiums were taken out of my bank account. I called Aflac again. They couldn't find where the policies had been cancelled so...They cancelled the policies again.

I WANT ALL OF MY MARCH PREMIUMS BACK IMMEDIATELY! NOT A PARTIAL REFUND WHICH I RECEIVED. MY MARCH PREMIUMS DO NOT BELONG TO AFLAC.

I'm reaching out to any Aflac original cancer policy holders from around 1993. My father passed last June, was an original cancer policy holder and paid all premiums till the end. Have submitted several request to Aflac for a copy of his original policy, even had the attorney submit a request, still no copy of the original policy. Aflac has piecemealed payments here and there and honestly lost faith in Aflac. Got on dads account online after providing all documentation ie: death certificate, personal representative of the estate by the court etc...and come to find out Aflac closed the account. Feel Aflac is not transparent and honestly hiding information/payment due since he died of cancer.

i have tried to set up account online, it kept coming up err, i called waited 27 minutes to talk to a live person,she said i needed to put in an address, problem solved I THOUGHT. did this still no link sent to my email to set up an account for my wifes cancer policy. So i went to chat 15 minute wait she told me after i set up the informatiom that i would get an emil in 24 to 48 hours,that was last wednesday, still waiting on the email with the link.is this a legit compaany, they take my 84.00 every quarter, the agency in norfolk nebraska phone number has been disconnected. 2nd complaint i have filed still no response from them

for over a week now i have tried to get an oline account set up for my wife. After 2 days of trying i claaed a real person in your customer service. 22 and a half minute wait, she told me i forgot my email address, told me to do it again. did again comes up err. so i went to a chat she told me anall together different story, that i had to wait 24 to 48 hours for an email. still waiting for that. googled aflac in norfolk nebraska, got an address and phone number. phone has been disconnected SO HOW CAN I FILE A CLAIM. PLEASE respond on a timely manor. [protected]@hotmail.com. Patricia Book 814 south 5th street Norfolk, ne 68701

I just gladly exited your so-called webce "interview" with Taylor Thigpen from the Knoxville, TN branch. I found his behavior highly unprofessional. He actually used the phrase "suck it" during his so-called presentation to at least 12 attendees. I noticed the looks on at least a few of the female attendees' faces also expressed disapproval. I will no longer be considering AFLAC for employment nor ANY other future business due to this. This was supposed to be an introductory meeting to acquaint potential new hires with what the role was and what exactly AFLAC allegedly had to offer us. Now it's obvious they have nothing of any quality to offer.

Not that Alfac will heed this wise suggestion, but wrangle your reckless jock representative before he causes you much more difficulty in the future. AFLAC will also be receiving a negative rating online (i.e. google and social media), with his name attached. No, thanks for wasting my precious time with an idiot rep. This is obviously OK with AFLAC.

I have had Aflac cancer policy since 2019. In June 2022 I was diagnosed with lung cancer stage 1. I had more than 50 % of one lung removed. I submitted my claim to Aflac on 06/14/22. It is 12/15/22 and I still haven't received any monies.

On the claim there is a question if you ever had cancer before, I had breast cancer in 2012. Pathology reports were requested on the breast cancer which were provided 6 weeks ago. Every time I call to see what the claim status is I am told they need the breast pathology, every time I tell them you have it.

On today's phone call I was told that my request to be paid on the breast cancer was refused. I never applied for a claim on that, I didn't have the policy then.

You can't talk to the person dealing and making decisions on your claim. Therefore, I am explaining myself time and time again. What I am being told they are looking at is incorrect time and time again.

I pay my premium on a monthly basis. The policy would be cancelled if I didn't

Is it company policy to stall the claim for a certain amount of time?

I am beginning to think it is

On 11/09/2022 I filed an accident claim with Aflac whom I have supplemental group insurance through my employer. I have never worked with Aflac before, nor have I had insurance through them previously. I followed the instructions provided to me via the website and after speaking with a claim representative. I sent in all the proper documentation stating I had a heel injury revealing bone fragments in my right heel which caused me to have to be placed in a hard cast. The claim took a while to process as I was informed that it went to a supervisor for approval, then got stuck in limbo, an escalating ticket was submitted etc. Overall, it took a while which I acknowledge because it was approaching Thanksgiving holiday. Whenever I called for an update, I was giving the expectation that I was being processed and I should see the money in my bank account. The claim finally was processed on 11/30 but it was not the amount I was quoted. When I called back in, I was told that I did not send in proof of the fracture. So, I resent in the ER doctors notes and the Xray notes. I called to check on the status and was told that it would take a while for them to be reviewed. I called again on December 6th and was told that my documents would not be viewed until December 13th because they were backed up on claims. The next day I received a letter in the mail stating my claim was denied. I found that upsetting since I had just spoken to someone on the phone who stated it had not even been reviewed yet, but the letter was postmarked for the prior day. I resubmitted my documents and even started the claim process over. I filed two complaints on the website using their complaint form and received nothing. Not a phone call, email, acknowledgement of submission - nothing. I even went back through the app and website and resubmitted the entire claim all over again. Nothing. I filed another complaint on the website and where it asked for a possible resolution I wrote "for someone to at least acknowledge I am submitting information". Nothing. I submitted a claim again and per the website it says allow at least 48 hours for it to update with information. It's been two weeks - and nothing is showing that I submitted another claim or request. I am not sure if they have blocked me out of system for submitted claims, but I am not pleased with the company nor the way they are handling my situation. We just entered into open enrollment, and I am not even sure I want to continue business with them. I am reaching out through the BBB because maybe you can get some results faster than I can. I'm just really feed up with the whole situation.

I have been a customer of AFLAC through my employer for at least 15 years. I have had paid quarterly my premiums. They have mailed me invoices and mailed them the check.

Up until July of 2022, I've had no problem. All of a sudden they mailed me a letter saying they never received my payment. I had to stop payment on the check on August and paid over the phone for one month to see if the check cleared. They sent me a letter then saying insufficient funds so apparently, they got the check.

I sent another check for the quarter and again had to call and they never received payment. I stopped payment on that check and paid over the phone again. I was paid up until December.

I had requested three times that a supervisor call me and to this date I have never heard from a supervisor.

I just called them, December 6th, to check on the status of my account as I have not received an invoice. The rep told me that it was mailed out. I have not received any invoice in the mail, he has no way to verify it was mailed out, and my coverage expired on December 1st.

I was able to pay over the phone again so as to not have my coverage lapse but there is something incompetent going on with this company as they have not rectified the problem, no supervisor has ever called me back, and they just don't care. They have cost me money stopping payment on the checks.

I filed my initial claim (Claim#[protected]) with Aflac on 9/26/22, which was denied as my physician inaccurately completed the paperwork. Once I received the correction, I submitted another claim, and it was denied because I had previously submitted a claim for the same condition. My only option was to file an appeal that "can take up to 45 days". I was pleasantly surprised to receive a letter a few days after the appeal requesting medical records from 6/6/21-7/1/22 in order to complete the review. I submitted the letters from my doctor's office and called Aflac again on 11/18. During this call the representative was able to reach out to the review team and was informed "that the only way to have the claim completed and paid out is to provide documentation from the physician stating that there are no medical records for the condition of Sarcoidosis from 6/6/21-7/1/22". I was able to get this information from my doctor and submit it on 11/22/22. I followed up on 11/23/22, in which the representative submitted an escalation for me. She explained that the office would be closed for the Thanksgiving holidays and would reopen on Monday, 11/28/22. When I followed up on Monday, I was informed that they were reviewing the documents and that I should allow them 72 hours to complete their review. When I checked my Aflac account, I was disturbed by the changes I saw. My short-term disability now showed 11/30/22 as the date "filed". I called Aflac and spoke with Betsy at 11:41a.m. who was rude and after stating "you do know it takes 45 days to complete an appeal", she disconnected the call without notice. I called again and was told by another unhappy representative at 11:46a.m. that "there is a note on the account to not submit any more requests for updates on this claim". I asked, "does this mean I cannot speak with a manager or supervisor", in which she replied "yes". I thanked her and we ended our call. Again on 12/1/22, I contacted Aflac again (yes, I deserve to know what is going on with my claim) and was fortunate enough to be routed to a representative who any company should want to work for them. She explained everything to me and provided the update that was on the claim. The review agent said that the 14-day elimination period was not satisfied. I asked her to explain this as I've been out of work with no pay for at least 60-65 days. She placed an escalation and asked if they would contact me when they review the claim again and that the elimination period seems to be satisfied. I thanked her for her help, and we ended that call. I also reached out to my agent as I've found many others who were going through similar situations found relief when they reached out to their agents. My agent informed me that she doesn't file claims on behalf of her clients and her assistant would help guide me through contacting the 800 number. What a joke! I wasn't asking for assistance in contacting Aflac nor in filing a claim. I specifically asked if she could contact claims to see what the heck was going on with my approval. Anyway, after wasting time and space reaching out to her, I saw that my benefits paid went from $100 to $300 and that my short-term disability claim is now a cancer indemnity claim. This is absolutely fraudulent! I did not submit any claims under my cancer indemnity policy, so why change my short-term disability to cancer? I'll tell you why. Because under the short-term disability they owe me $3400 for each month that I've been out; however, if they pay me under the cancer indemnity policy, they owe me $300 for the CT scans and PET scans that I've had. This is fraud! How can you change my short-term disability claim into a cancer indemnity claim? How can you not complete my review for short-term disability but find other ways to pay me? Aflac is NOT doing me any favors by paying me for wellness benefits. Process and approve my disability claim! And by approving me for these wellness benefits under the Cancer Indemnity claim, you are actually proving that my short-term disability claim is valid and should be paid. So today, 12/2/22, I reached back out to Aflac and who do I have the pleasure of speaking to again... none other than bad-mannered Betsy. I asked Betsy about the information I was seeing online and again she said, "appeals can take up to 45 days". I stated that just because something can take up to 45 days doesn't mean it should. It's amazing that the reviewer sent a letter out the exact same day that I uploaded my documents for the appeal, but now, it's taking 45 days for a review. When I was in mid-sentence asking her to explain the changes on the website, she disconnected the call again without notice. Dealing with this is truly taking a toll on me, not just financially, but mentally and physically. When people have this life changing events to happen in their lives, Aflac claims they are there to help. I have yet to see that. I took my policies out as a measure of protection and a form of security. When I was diagnosed with an incurable disease that has affected my vision, lungs, skin, kidneys and muscular system, it changed my entire life, overnight. I wasn't worried about being out of work, because I knew I had Aflac short term disability, and I would be able to learn a new normal without losing the things that I've worked hard for. Instead, Sarcoidosis has ruined my health and Aflac has ruined my life. The person or persons reviewing my claim are unethical and deceptive. Aflac is trying to find ANY reason to deny my claim. If I don't have notification that my claim has been approved and paid by Monday, December 5, 2022, I will file a complaint with the state office of insurance and seek out what other legal remedies there are for my case. The way my case and so many others have been handled are downright fraudulent. It disgusts me that a company can flood social media and television with how wonderful they are and how much you don't have to worry if you are injured or experience sickness, because Aflac has your back... total deception.

Hello ,

So the reason I’m making a complaint is because I feel so screwed over since the start of claim . So April 28 I had a full knee replacement done . It usually takes about 3 months out and I’m a server working in a restaurant. They paid me May and June of 2022. Which I didn’t go back to work till the 3rd of August so 13 weeks out . They refuse to pay me for the month of July. I have sent all papers over and over again then they say call back 5 days

5 days again same thing .

Then I called back asked for manager never called then another time another manager came on and said I’m sorry about your case it’s a mistake we had an accident down?!?! I’m like no not a accident we got disconnected never called me back or emailed or anything

So I did get through a lady said I’m missing my medical paper

From surgeon so they got mad when I called she said we have sent these over to them repeatedly

Soo I went to UPS and faxed everything again . I called a week later and it was from Georgia

She started yelling at me and said your not getting anything !

I was like I have it coming

I have been since 2008 .

So this was August, September and now October I said why wouldn’t you send me a letter stating this !?!? It’s just been a joke frustrating and I get all worked up I’m honest I pay every month year after for a reason .

Protection. If something happens and now it did I can’t get my last

Check . Please help

Aflac is the carrier for the new state of CT FMLA services. I Mrs. Elliott created a claim (#[protected]) for an upcoming major surgery (9/14/22) on 8/9/22. I initially received what I thought was all of the necessary paperwork from Aflac, had it filled out and returned via the portal. On 8/19 I was denied, and a message was left by the case manager assigned to me, Kimberly A.

On 8/22/22 I called the customer service number provided for Aflac on behalf of CT state FMLA to question why I was denied. I was told at that time that I had to contact the CT DOL because the system was showing that I did not have any earnings for the past four quarters. Well, the DOL was backed up and not returning phone calls for close to a week. I finally sought assistance from the HR department at my job who informed me that Aflac was responsible for sending me a document named Employer Verification form, which they failed to do.

8/26/22, the same day I was told about the form. I reached out to Aflac customer service, and they sent the form via email and informed me that on the back of my denial letter, there was an opportunity to appeal the initial decision. By 8/29/22 my employer had filled out the necessary form and sent it to Aflac and I sent my appeal in on 8/26, which means they now had all of the paperwork they needed.

There is a message on the portal that states a decision will be made within 10-15 days, and that when you call them, a case manager will return your call within 5 days. Well, it is now October 6, 2022, and I have had the major surgery with a recovery time of 6weeks, However, Aflac has yet to review my case, nor pay me for my short-term disability. I have contacted them 6-8 times since my surgery only to be told that no one has yet reviewed my case. I have also been told on numerous occasions that an email was sent to Kimberly A. the case manager, and still she has not contacted me.

Most recently, on 10/3/22 I was told I was being transferred to a lead worker whose name was Chris. Chris told me he was going to expedite the claim and that he promised he would follow up with a phone call on Weds. 10/5/22 and of course he did not. I had to ask my physician to let me return to work two weeks earlier than recommended because I do not have any personal income at this point, and I cannot afford to live. I am not the only one who is having this issue and every last Aflac representative I have spoken to gives me the run around and no one is helping me.

Additionally, because of the run around and being told to wait for my case manager to review my case, I have exhausted the 30-day time frame I had to appeal a denial with the DOL because I was in limbo because I did not know if I still should have continued to be denied now that they had all of the necessary paperwork, by their own admission.

I have been having the same issues getting them to pay a claim. for about 2 months each week, I call it a different excuse. The latest is they haven't received any paperwork proving my claim. I have emailed daily reports 4 times I even have sent/received confirmation and also have read confirmation. I was on the phone with the agent as she received my paperwork,

I am thinking of starting a CLASS ACTION LAW SUITE For Lack of Faith against AFLAC and after reading all the complaints here and from other websites there are enough grounds to file a law suite. If anyone is interested in joining this please contact me at [protected]@yahoo.com. The next step is to find a lawyer that will take the case.